Reply by email

When the conversation comes in by email, the composer turns into a full email editor — and the thread sits next to the customer’s other channels.

Before you start

Open the email conversation. The composer shows the recipient in To and the Subject field; to copy someone, expand CC/BCC and add the addresses.
Write with formatting. The editor has bold, italics, underline, lists and links. You can attach several files and decide with Include quoted message whether the previous email goes quoted below.
Press “Send email” (or Ctrl+Enter). The message goes out through the business mailbox with the configured signature — which can complete itself with your name, phone and job title from your profile, if the signature uses those variables.